Getting Help for CCLAS

Overview

This section describes where you can access help for your CCLAS 6 installation.

Online Help

The CCLAS 6 Online Help that is available from the CCLAS 6 application is divided into information for:

  • Glossary—Contains a list of terms.
  • Operations—Covers the processes involved in day-to-day operation of the laboratory, from registration through to reporting and invoicing.
  • Configuration—Covers the processes involved in configuring the laboratory for analytical work.
  • System—Covers the processes involved in setting up your CCLAS system, including screen personalisations.
  • Appendices—Contain references useful for understanding various CCLAS processes.
  • Screens—Contains descriptions of CCLAS screens, fields and flows.

Help About

The Help About information provides details pertinent to your CCLAS 6 installation:

  • Details of the CCLAS 6 application:

    • Release—The CCLAS 6 release name

    • Version No.—The build number.

    • Build Date—The build date.

    • Reference—The repository commit ID

    • Database Schema Version—The version the database schema, to ensure it aligns with the Application Schema Version.

    • Application Schema Version—The version the application schema, to ensure it aligns with the Database Schema Version.

  • Datamine Software—Details on how to connect with Datamine Software.

AI Help Assistant

CCLAS 6 includes an AI Help Assistant that answers questions using information from the CCLAS 6 help. Access it from Links>Datamine AI Help Assistant.

The AI Help Assistant is hosted externally to the CCLAS application and requires an account. Access is limited to customers with a current maintenance agreement.

Note: Customers who maintain their own CCLAS 6 menus must update these to include the Datamine AI Help Assistant option.

For account creation and usage, see Access the AI Help Assistant.

Customer Support

Datamine's commitment to customer service provides our customers with access to a skilled and responsive support team. The global customer support team ensures all customer questions and issues are addressed in a timely manner and escalated as required to ensure resolution.

You should always contact Datamine Support if you have an issue. Do not contact individual members of Datamine for support because your issue may not be responded to in a timely manner if that person is unavailable.

Datamine provides global support for CCLAS 6. If you are a licensed CCLAS 6 user, you can request support via the Support Portal (https://www.dataminesoftware.com/support/).

Before contacting support, you should perform some basic troubleshooting of the issue. This allows you to gather information on the issue to pass on to the support team. Providing detailed information assists the support team to find the cause and resolution to your issue. The required information includes:

  • Name of site
  • Name of contact person for this issue and the contact details
  • Name of application with the issue
  • Time at which the issue occurred or was noticed
  • The application involved, for example, CCSCHM, CCREGN
  • A detailed description of the issue and what the expected results should have been
  • A detailed description of any related incident, for example, server failure
  • Actions taken to resolve the issue, if any
  • The current status of the system.

Screen captures, trace logs or other content pertinent to the issue, for example, reports, should be provided where possible.

We also welcome feedback about this documentation.